Customer Service Consultant

MRI Now; Sydney; On-site; AUD 52,000 - 76,000; Full time

Job summary

MRI Now in Sydney is seeking a Customer Service Case Coordinator to be the first point of contact for patients and clients. You will handle inquiries, coordinate appointments, and ensure accurate data and timely communication across channels.

The role emphasizes attention to detail, problem solving, and a friendly, professional phone manner. Regular 9am–5pm shifts with rotating early/late options are available.

Qualifications

• High school diploma or equivalent required; bachelor’s degree is a plus.
• Experience in customer service or related field.
• Strong attention to detail and accuracy.
• Excellent written and verbal communication skills.
• Ability to work under pressure and handle difficult situations professionally.
• Ability to multi-task and adapt to ad-hoc tasks as they arise.
• Friendly, positive interpersonal skills and a desire to help others.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat across high-volume channels.
• Manage patient appointments and facilitate delivery of medical results.
• Deliver seamless customer experience across channels using CRM systems.
• Maintain data accuracy and rectify data entry issues as needed.
• Chase up imaging reports and ensure timely report delivery.
• Resolve customer issues and complaints effectively and promptly.

Skills

Customer service

Communication

Problem-solving

Attention to detail

Multitasking

CRM systems

Professional phone manner

Education

High school diploma or equivalent

Bachelor's degree (a plus)

Tools

CRM software

Job description

12 month contract and permanent roles available

Job Description

We are seeking a passionate and customer-oriented individual to join our team as a Customer Service Case Coordinator. In this role, you will be the first point of contact for customers, providing assistance, answering inquiries, resolving issues, and ensuring customer satisfaction. The ideal candidate will have excellent communication skills, a problem-solving mindset, and a desire to help others.

Key Responsibilities:

Respond promptly and professionally to customer inquiries via phone, email, or chat and handling high volume client enquiries via telephone

Management of patient appointments and facilitating delivery of medical results and a full-service operation

Customer Service excellence leveraging systems to deliver seamless high quality customer experience within and between contact channels

Excellent computer skills and professional phone manner

Chasing up imaging reports, sending reports out efficiently and effectively

Verifies accuracy and completeness of data and correcting entered data when needed;

Imports and exports data between different database systems and software;

Chasing up imaging reports, sending reports out efficiently and effectively

Resolve customer issues and complaints in a timely and effective manner

Maintain a high level of customer satisfaction and build strong relationships with customers to ensure happy and returning customers

Stay up to date with product knowledge, company policies, and industry trends

Qualifications:

High school diploma or equivalent (bachelor’s degree is a plus)

Previous experience in customer service or a related field

A high degree of attention to detail and accuracy

Strong communication skills, both written and verbal

Excellent problem-solving abilities and attention to detail

Ability to work well under pressure and handle difficult situations with professionalism

Ability to multi-task and attend to ad-hoc jobs as and when they arise

Friendly, positive interpersonal skill and attitude with a strong desire to help others

Basic computer skills and familiarity with CRM systems and a willingness to learn new systems

Flexibility to work the regular shift from 9am to 5pm and alternative shifts like 7am-3pm or 11am-7pm on a rotating roster

What We Offer:

Competitive salary and benefits package

Opportunities for career growth and development

A positive and supportive team environment

Comprehensive training and ongoing support